Meyer Group Reduces Cost Per Contact by 50% with Verint Messaging
Meyer Group's contact center relied on telephone, email ticketing, and chat support, but it struggled to cope with surging demand. Average handle time reached about 60 days, customers waited as long as ten days for a first response, and at one point the company had 4,000 open tickets with the oldest being 280 days old. There was minimal first contact resolution.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts via web page
When a customer visits Meyer's 'contact us' web page, they are given the option of engaging through WhatsApp, other social media channels, or email.
Tools used
ticketing solution
Outcome
Meyer achieved a 50% reduction in cost per contact, improved CSAT from 45% to 90%, reduced average response time from up to 10 days to 24 minutes, delivered an NPS of 8.84, and 60% of customers now engage via social channels compared to zero previously.
What failed first
Each customer reply — such as sending a photo of a claimed item — reset that email to the back of the queue, turning a single inquiry into a prolonged chain of back-and-forth communications.